• HOTEL FRONT OFFICE ASSISTANT MANAGER

    Requisition ID
    2018-32604
    Property
    Ameristar Casino Resort Spa - St. Charles, MO
    Category
    Hotel
    Position Type
    Full-Time
  • What would I be doing?

    The Front Office Supervisor is responsible for the day to day operations of Front Desk, PBX. Ensure all AAA Four Diamond standards are maintained.  

    Responsibilities

    • Adhere to guest service requirement listed above
    • Maintain AAA Four Diamond guest service requirements and standards.
    • Ensure AAA Four Diamond “observations” (inspection program) are consistently conducted on Team Members within reporting departments.
    • Able to perform all job descriptions that report to this position.
    • Proficient in utilizing the Virtual Rooster scheduling system.
    • Fills all reasonable guest requests and follows up to resolve guest complaints.
    • Work closely with Housekeeping, Facilities and Player Development on a daily basis to manage room inventory.
    • Ensure safe and proper use of all computer equipment.
    • Manage/Control supplies and inventory in the department.
    • Proficiently utilize HotSOS to submit, track, and follow-up on work orders.
    • Conduct and participate in approved and required departmental training
    • Ensure department team members are properly trained in approved and required programs to assure their proficiency in their assigned tasks.
    • Ensure all Team Member performance appraisals are completed in a timely manner and appropriate feedback is administered.
    • Attends required cash handling class and adheres to all cash handling procedures in departments. Meets deadlines on financial responsibilities (exceptions, variances, and response times).
    • Must maintain the Ameristar expectation on Team Member files and file audits.
    • Adhere to, interpret, support, and explain established company policies and procedures as well as applicable local, state, federal and other regulatory procedures.
    • Must maintain the strictest confidence of any and all confidential and propriatary information disclosed by an Pinnacle Entertainment entity or by a guest of Pinnacle Entertainment.
    • Address Team Member questions and concerns.
    • Develop, implement, maintain, and monitor an effective team member relations program through effective communication.
    • Fosters and maintains positive team member relations in a supportive environment and interfaces with other departments to ensure a harmonious working relationship.
    • Hires, trains, coaches, assesses and reviews the job performance of subordinates including both non-exempt and exempt team members.
    • Continue professional development of self and subordinates as well as assist all team members with career planning and counseling as needed.
    • Maintain a high level of professional appearance, demeanor, ethics, and image of self and subordinates.
    • Conduct and attends all regular departmental meetings as well as other related meetings.
    • Maintain a safety program to ensure all Team Members have a safe work environment.
    • Maintains an appropriate level of community affairs involvement.
    • Completes necessary reports in a timely manner to meet deadlines.
    • Respond to reasonable guest requests or place guest in contact with appropriate person for assistance
    • Must be able to work flexible hours including evenings, weekends, and holidays.
    • Ability to sustain a high level of confidentiality and professionalism.
    • Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with team member relations issues.
    • Ability to work collaboratively and communicate effectively with team members at all levels of the organizations.
    • Uses diplomacy and tact to build constructive and effective relationships including during high-tension situations.
    • Ability to obtain support for ideas and actions from subordinates, peers, or superiors in order to accomplish a task or goal. 
    • Highly organized and detail oriented.
    • Uses time efficiently and effectively to manage priorities.
    • Deals with simple and complex concepts effectively.
    • Ability to adjust or balance the size of staff on a daily basis in order to maximize productivity or control labor costs without sacrificing customer service.
    • Ability to identify circumstances or incidents that require the notification and/or approval of others. 
    • Must have excellent business communication skills and strong time management skills.
    • Ability to obtain support for ideas and actions from subordinates, peers, or superiors in order to accomplish a task or goal.
    • Ability to do the work of those supervised.

    What are we looking for?

    • Associate’s degree preferable with emphasis in management, business, finance OR an equivalent combination of education and experience.
    • Preferable one (1) to three (3) years supervisory experience in a guest service based environment (years of experience vary by position).
    • Equivalent combination of education and experience from the combined listed above.
    • Training and problem solving skills
    • Knowledge and experience in management/supervision
    • Must have excellent interpersonal skills
    • Must have excellent organizational skills
    • Strong guest service skills
    • Knowledgeable of applicable federal, state, and local regulations.
    • Fully competent in Microsoft Office

     

    ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

    Possession of, and ability to obtain and maintain a valid drivers and gaming license within assigned state of employment and other jurisdictions

    Must successfully pass background check

    Must successfully pass an alcohol and drug screening

    Must be 21 years of age

     

    LEADERSHIP COMPETENCIES

     

    The following leadership competencies are key attributes of a successful Front Office Supervisor at Pinnacle Entertainment:

    • Know the Business – Take an active role in understanding how the business operates and continuously pursue new knowledge to inform business decisions and maintain functional expertise. Look beyond PNK to keep up-to-date on industry trends and best practices outside of the gaming and hospitality industry. 
    • Drive Vision and Purpose – Translate organizational vision and culture into targeted team and/or individual goals that will drive performance. Take action to get results with an appropriate sense of urgency.
    • Champion Change – Embrace change as an opportunity rather than a roadblock and inspire others to do the same. When a decision is made, get on board and bring others along with a positive approach. 
    • Communicate with Influence – Practice open, honest and clear communication with all team members. Tailor communication style, approach and content based on the situation and audience needs or concerns.
    • Be Curious – Continuously seek out new opportunities to learn and grow. Ask questions to dig deeper in order to continually improve upon outcomes.
    • Build Trust – Gain the respect, confidence and trust of others by following through on commitments and actively demonstrating the highest standards of honesty, integrity and authenticity.

    What would it be like to work at this property?

    Photo - St. Charles

     

    Overlooking the Missouri River, this 130,000 square-foot casino and AAA Four Diamond full-service luxury suite hotel is in historic St. Charles. With an architectural design derived from the historic wharf and train stations, Ameristar Casino Resort Spa St. Charles hints at the action inside. The streetscape continues the theme by following the design cues of St. Charles Port District complete with seven dining outlets, 12 bars, an entertainment venue, a full-service luxury day spa, indoor/outdoor pool, gift shop and 22,000 square-foot conference center.

     

    Ameristar St. Charles

    One Ameristar Blvd.

    St. Charles, MO 63301

    Be the Best You

    Pinnacle Entertainment (PNK) is a dynamic and growing casino entertainment company with more than 15,000 team members working at 16 casinos and racetracks located in Colorado, Indiana, Iowa, Louisiana, Mississippi, Missouri, Pennsylvania, Nevada and Ohio - and PNK has a management contract for Retama Park Racetrack outside of San Antonio, Texas.

    At PNK, we are guided by our team member promise - Be the Best You. Through this promise we strive to support our team members in living their best lives by offering them challenging and rewarding work, a competitive benefits package and opportunities to build lasting relationships.

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